[October 23, 2014]

NelsonHall Launches NEAT Vendor Evaluation and Assessment Tool for Transformational Customer Management Services

NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in transformational Customer Management Services.

The NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for transformational CMS is now available to NelsonHall clients, and is also available for a period free-of-charge to buy-side organizations through NelsonHall and through its partners SIG and SSON.

The tool supports a number of potential transformational CMS requirements, specifically addressing the needs of organizations with strong requirements for:

• Enhancing customer experience
• Cost take-out whilst improving customer satisfaction
• Revenue optimization
• Paid (News - Alert)-for technical support

Suppliers of transformational CMS covered by this NEAT evaluation include CCS Corp, Firstsource, HGS, Infosys, Sutherland, Teleperformance, TCS, Transcom, Transcosmos, and WNS.

The NelsonHall NEAT tool for transformational CMS is part of NelsonHall's "Speed-to-Source (News - Alert)" initiative. The tool sits at the front-end of the vendor screening process and consists of a two-axis model: assessing vendors against their "ability to deliver immediate benefit" to buy-side organizations and their "ability to deliver innovation in support of client-specific requirements".

The vendors are scored against a wide range of criteria, establishing a number of scenarios, each representing a different business situation or client business need.

To add further value, the NEAT tool enables buy-side organizations to input their own weightings and tailor the transformational CMS dataset to their specific requirements across ~ 30 individual vendor evaluation criteria. Using the interactive web-based tool, sourcing managers can configure the transformational NEAT evaluations in accordance with their own priorities and business requirements for service offerings, transformational benefits, delivery capability and other criteria.

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About NelsonHall:

NelsonHall is the leading BPO and IT outsourcing research firm with analysts in the U.S., U.K., and Continental Europe. The company takes a global approach to analysis of vendors and outsourcing markets and is widely respected for the quality and depth of its research.

In addition, with its "Speed-to-Source" initiative, NelsonHall is helping buy-side organizations significantly reduce the time and cost associated with BPO and ITO sourcing projects.

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